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    Customer Support


    When will my order ship?  Most orders ship within 24 hours of receipt of your order. 

    When will my order arrive?  Most orders will arrive within 5 business days after shipping (usually sooner!). You may confirm the exact delivery date using the tracking number provided within our shipping confirmation email. On occasion, items ordered together may not arrive in the same box. We'll try our best to let you know...and will provide all tracking numbers for that shipment. 

    Where does my order ship from?  So that you may receive your order ASAP, we will ship from one of our closest warehouses, which may include an Amazon warehouse (if you receive a box with Amazon's "smiling arrow," it may be from The BitLoom Co.!). 

    How will I know my order has shipped?  Within 24 hours of shipment, you will receive our automated shipping confirmation email including a tracking number for the carrier we have chosen to ship your order. We ship via the carrier of our choice (UPS, FedEx, and USPS). Please note that carriers may not deliver on weekends. 

    What are your shipping rates?  We offer FREE standard shipping on orders $20 or more shipping within the continental US. 

    For our customers in Alaska, Hawaii, and US Territories, we offer standard shipping only.  Rates are as follows: 

    Order Total:          AK, HI, & US Territories Pay: 

    $0-$49.99              $9.99 

    $50-$89.94            $14.99 

    $89.95+                  $19.99 

    Do you ship outside the US?  Sorry, but we are only shipping within the US, APO/FPO and US territories at this time. 

    Need to cancel?  Please contact us within 1 hour of placing your order to request cancellation. Orders already handed to our shipping carriers (FedEx, UPS, USPS, 3rd party freight carriers) will not be able to be cancelled.


    Quality Guarantee

    We take great pride in the quality and worksmanship of our products and hope you will be completely satisfied with your transaction. If not, we will accept returns within 30 days of receipt of your shipment.We guarantee our products 100%. In the rare case of damage or defect, please contact us to arrange return or replacement. 

    Return Authorization 

    Please contact us to obtain Return Merchandise Authorization (RMA) for your order. If emailing, in the subject line, use the phrase "Requesting RMA." In the email, include your name, order number (found in our correspondence and emails), as well as the reason for your return. No items are eligible for return without this number, and please do NOT ship back to us without our authorization as the return destination may be different that the address from which we shipped to you.

    All items must be in new, unused, unlaundered condition and contained within all original packaging with tags attached. Return shipping is the responsibility of the buyer. Refunds will be made to the original form of payment for the original purchase price (minus any original shipping charges) once the item(s) are received and processed (usually within 1-2 business days of receipt at our warehouse). Returns received in less than new condition, or lacking original packaging, tags, and labels, are not eligible for refund. Partial concession may be made at the judgment of our warehouse manager. 

    Returns Contact:

    email: returns@thebitloom.com 

    phone: 860.717.0771

    Contact Us

    The BitLoom Co. prides itself on our exceptional customer service. We love to hear from our customers--please feel free to contact us! 

    We answer most email within an hour, but during busy times, please allow up to 24 hours for reply. We look forward to hearing from you!

    General product or website inquiries: 

    email: info@thebitloom.com 

    phone: 860.717.0771 

    The BitLoom Co. 

    137 Danbury Rd. #146 

    New Milford, CT 06776 

    To request Return Merchandise Authorization: 

    see "Returns" pulldown on this page

    Not Satisfied?  Contact the owners.  We pride ourselves on fast, friendly, and professional customer service. Please feel free to contact us!